As YANA continues to support increasing numbers of people with counselling and a listening ear on the helpline, we have identified the need for a Helpline Manager to join the small team that keeps YANA running.

The Helpline Manager will be responsible for the delivery of the helpline service, supporting volunteer and paid call handlers in their roles, as well as providing confidential support to people who contact YANA for help, ensuring the services maintain YANA’s high standards and provides effective support to those in need.

Key functions and responsibilities:

  • Co-ordinate YANA’s helpline and counselling service
  • Manage the day-to-day functions of the helpline and its team
  • Support the Charity Director with report writing and funding reports
  • Co-ordinate training, monthly rota’s, and supervision
  • Maintain and develop YANA’s systems, processes, and record keeping
  • Contribute to YANA’s communications both internally and externally
  • Be the first point of contact for the helpline team

The role:

Job Title: Helpline Manager

Hours: 15hrs pr week (over two or three days, generally Tues – Thurs).

Salary: £11,200 p.a Fixed term 12 month initial contract (£28,000 pro rata based on 37.5hrs pr week FTE)

Working days: Flexible but generally Tues – Thurs, between 9:30am – 5pm, with occasional weekend and evening work when required.

Location: This is a home working role with travel across East Anglia required for team meetings and as requested.

Closing Date: 12noon Friday 12th July 2024.

Interviews: to take place on 19th July 2024.

To Apply: Please submit your CV and a cover letter (no more than 2 pages) demonstrating clearly how your skills and experience match our person specification and the job requirements.

For an informal conversation about the role please email

The full job pack is below.